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TPG cancellation experience - 30 days notice

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Level 1c

Hi,

I have been advised by a retention specialist to contact cancelation team regarding my request.

We were in a no-lock in contract with TPG NBN bundle service since November 2019.

This week (6/07/20) we moved to another NBN service provider and it was confirmed by them that this change over will be notified to TPG. 

They also informed us we should attempt to call TPG in case.

On Wednesday (8/07/20), I contacted TPG to confirm termination of any future direct credit card debit with account details following the cancellation request.

We were told we need to follow the email prompt and answers the questions accordingly which we did on the same hour after the call with customer service.

An email was received today 9/07/20 that we will be charged for 30 days notice period?

I ranged the 13 14 23 and tried to speak to the Rep in billing dept but Unfortunately, none of those phone conversations could solve this simple, straight forward request. Instead we both are now confused.

The only way is to email cancel@tpg.com.au and no one in TPG can assist me or talk to me on the phone.

We are puzzled because at the time of this service request there was no mention of notice period in written or verbally. All the correspondences I received from TPG is about the progress of installation, monthly fees, contract type (18 months Lock-in Contract. But none of them have mentioned or indicated anywhere that we would be required to give minimum notice to TPG for cancellation. In fact when I first spoke to the TPG few months ago asking for advice which day or week is best to cancel she didn’t mentioned anything about 30 days notice.

 

 Now, I am hoping somebody from TPG would be able to help me out with this cancellation request and settle this . I should not be charged for this confusing lack of information. Hope to hear from you soon

 

Best Regards

Ruth

7 REPLIES 7
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Moderator

Hello Ruth,

Thank you for your message and for being a part of the TPG Community.

I have attached a link to the TPG Standard Terms and Conditions that explains in Section 12.1 the 30 days cancellation period.

https://www.tpg.com.au/terms_conditions/nbn

I hope that clears some, if not all, of the confusion you have had.

Regards

PeterW

 

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Level 1c

Hi Peter

iinet was my first provider since 2010 till i switch to TPG due to NBN.  I dont recall iinet charged me for 30 days noitce when i switch to TPG. I understand iinet and TPG are from the same company.

 

Very often most consumers would have just called and check instead of reading all the fine print. 

This is the whole reason why i called 2-3 times before to check contract end date and if there are any thing else i need to do if i were to switch. The various people i spoke to from TPG obviously did not intend to tell me or not aware. I have also asked before when is the best date to cancel and was told 1-2 weeks before next billing. I think TPG should notify consumer when they sign up.

 

Is this cancellation 30 days notice consistent across all ISP because i think this should be regulated by the industry, I am sure many people like me are caught up with this issue.

 

I have just check my current ISP there is no policy on 30 days notice they will simply refund the difference to you. I would like to request  and speak to someone from TPG to waive off the 30 days notice.

 

Hope to hear from you.

 

  

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Moderator

Hi @patrickruthtan,

 

Thanks for the additional details, we will raise this to our Account Specialists Team for further handling and investigation. Feel free to send us your account details (Username/Customer ID) together with your best contact number and preferred time and we'll have them contact you.

 

In case you need a reference: How do I private message (PM) in the community.

 

Regards, 

 

 

Hi Peter

iinet was my first provider since 2010 till i switch to TPG due to NBN.  I dont recall iinet charged me for 30 days noitce when i switch to TPG. I understand iinet and TPG are from the same company.

 

Very often most consumers would have just called and check instead of reading all the fine print. 

This is the whole reason why i called 2-3 times before to check contract end date and if there are any thing else i need to do if i were to switch. The various people i spoke to from TPG obviously did not intend to tell me or not aware. I have also asked before when is the best date to cancel and was told 1-2 weeks before next billing. I think TPG should notify consumer when they sign up.

 

Is this cancellation 30 days notice consistent across all ISP because i think this should be regulated by the industry, I am sure many people like me are caught up with this issue.

 

I have just check my current ISP there is no policy on 30 days notice they will simply refund the difference to you. I would like to request  and speak to someone from TPG to waive off the 30 days notice.

 

Hope to hear from you.

 

  

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Level 1c
Level 1c

Hi shane

I had two acounts with TPG  from 2002 and 2007 ( at least) neither under contract. In Oct 2019 I sold one property and cancelled the phone lines. I phoned TPG to change the internet service to an e-mail account and transfer the other service to an NBN account. The woman I spoke to organised the whole thing - or so I thought, arranging NBN connection on an 18 month contract, with home phone and the additional email charge. I now discover 7 months that TPG have been charging for a non-existant service. I phoned them 7/7/2020 and they acknowledge that I requested the cancellation of the service, requesting email only in Oct 2109, but informed me the cancellation had to be in writing. She said the "cancellation team" tried to phone me ?? I then got an email telling me the service would be cancelled - with no refund of the overcharges. I emailed them straight back seeking a review of this obviously unfair decision, but of course no reply. Now it appears the email has also been cancelled. Not a great way to treat a long term loyal customer. I can setup an 18 month, $90 a month contract over the phone but can't cancel one??? The woman mentioned nothing about the cancellation having to be in writing and in fact advised me that it was all settled.

The is a pathetic way to treat a long term loyal customer

RKB

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Moderator

We are sorry to know about this and we apologise for the inconvenience this has caused you, @RKB. We'd like to take a look at your account to better understand what happened.

 

Please PM us your TPG customer ID, username and complete address so we can pull up the account. To send a PM, please refer to this link: How do I private message (PM) in the community

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Level 2
Hang on...why TPG did not mention 30 days notice when you are signing up? I just signed up 2 days ago and I did not get this on my email. This is a rip off. My NBN has been connected yet and I am already having a problem. OMG did I made a wrong choice by switching to TPG
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Moderator

Hi @marineri2601

 

Welcome to the Community! 

 

Please see information below regarding our Cancellation process:

 

TPG Standard Terms and Conditions that explains in Section 12.1 the 30 days cancellation period.

https://www.tpg.com.au/terms_conditions/nbn

 

Based on the account located using your Community details, an appointment is scheduled for a tech visit on 07 August 2020, between 7:00 AM - 12:00 PM. 

Should you require further assistance, please feel free to let us know. 

 

 

Regards,

Ahra_G